Frequently asked questions (FAQ) - Online Shopping
Yes, please log in to your account and change details such as delivery address, password etc. Please note that delivery address for an order already placed cannot be changed, but any change to delivery address made will be reflected on future orders. Please contact us if you require assistance with editing any of your details.
We accept all payments made from major credit/debit cards (including American Express) and payments made from PayPal, Amazon, and ApplePay. If you wish to speed up the payment process you can opt in to our “One Click” payment service when checking out.
Please check your junk/spam email folder in case your notification got lost. We always send a confirmation email immediately after your order has been placed. Please contact us if you have not received your confirmation email.
We deliver to the UK, the Channel Islands, Europe, and other select international destinations.
Due to limitations caused by the current health alert, your order may not be dispatched for 10 days after the date of the order. The majority of UK orders will take approximately 4 working days to be delivered from the day of order, unless an express postage has been selected. We aim to dispatch all orders within 1 working day of the order being placed however there can sometimes be unavoidable delays. Please note that during busier times, although all efforts are put in to facilitate a quick service, orders may take a few days longer than our usual 4 days to be delivered. Please note that international deliveries may take 2-3 weeks to arrive and are possibly subject to Customs and Import Duties which may delay the order further. Click here to read our Covid19-related updates.
We offer Free UK returns on orders and you may return your order at anytime to us within 14 days of receiving the goods. Please note that the goods have to be returned in an unworn/perfect condition with all labels intact. Please note that we cannot accept returns on jewellery, DVD’s (unless seal is un-opened), underwear and swimwear. Satin ties in layered tops are a temporary fixture and should be cut once you have decided to keep the garment. For more information on returns and to download the free UK returns label please click here.
Yes, there is a cooling off period, and you may cancel your order within 14 days of receipt. If you wish to cancel your order you will be required to notify us of your intent of cancelling in writing and you will be required to return the items back to us, with the customer responsible of the return and costs. Please note that a Studio Membership cannot be cancelled if the membership has been agreed to and has started earlier than the end of the 14 day cooling off period.
Once we receive your item back, we will issue a refund against the original method of payment. You should receive a refund within 10 working days of posting the order back to us, however please contact us if this has been exceeded.
We do not offer exchanges on unsuitable items, however we do offer refunds and Free UK returns. If you are unsure of which size, colour or style to order we suggest that you buy several sizes/colours and return any unwanted items back to us for a refund (provided it is within 14 days of receiving them and that they are in an unworn/perfect condition – please see “How long do I have to return my order” above).
You will be able to track your parcel (UK orders only) with Royal Mail . You should receive your order within 10 working days (if placed in the UK) unless notified by us of otherwise. Please contact us if you are not in receipt of your order and we will raise a claim with Royal Mail. We will either refund you or re-send your order out, depending on your preference, once Royal Mail has accepted the claim. You may be required to fill in paperwork from Royal Mail confirming non-receipt before a claim is successful.
If you are a retailer or buyer interested in the Pineapple brand or you would like to discuss licensing opportunities with Pineapple, please contact Director for Business Development Yve Elliot-Nichols on 020 7379 8090.
The term 'Loopback' describes the particular knit that features loops on the underside of fabric commonly used for activewear.